Call Transfer

Description

There are several types of Call Transfer:

Polycom and Cisco Phones

Blind Transfer allows a user to transfer an active call to a specific destination without consulting with the destination party. In other words, you send a call directly to that person without letting them know who it is. With this method, the caller ID of the call you are transferring, will translate to the destination phone so that they know who is coming their way.

Consulted Transfer enables a user to consult with the destination party, before transferring the caller. In other words, you let the destination party know who is calling and give them the option to take it or not.

Direct Transfer to Voicemail enables you to use a soft key and/or feature access code to transfer a call directly to the voice mailbox of any user in your group. The target mailbox may be yours or someone else’s.

How to

You can do transfers with your IP phone, an analog (hook flash) phone, and with a call control client. In this guide you will learn how to do all three transfer types mentioned above with your IP phone and your hook flash phone. For transfer instructions on call control clients such as Unity Clients, Masergy Receptionist, or Masergy Call Center Supervisor Client please see the corresponding guide for that application.
Blind Transfer

  1. While on an active call
  2. Press the soft key labeled TRNSFER
  3. Press the soft key labeled Blind
  4. Dial the extension or phone number you want to transfer the call to
  5. Press the soft key labeled SEND
  6. Your phone will go back to an idle state

Consulted Transfer

  1. While on an active call
  2. Press the soft key labeled TRNSFER
  3. This puts the first call on hold and gets you dial tone
  4. Dial the extension or phone number you want to transfer the call to
  5. Press the soft key labeled SEND
  6. When the second call is answered, tell them who is on the line
  7. To finish and transfer, press the soft key labeled TRNSFER to connect the two parties
  8. Your phone will go back to an idle state

When conducting a Consulted Transfer, YOUR caller ID translates to the destination party. Even AFTER you transfer the call, your name and number remain on the destination party’s screen. This is why it is important to announce the call, prior to completing the transfer. If you do not wish to introduce the call first, utilize Blind Transfer instead.

If the party you called does not want the call, you can press CANCEL to speak to the caller. You can take a message or transfer them directly to voicemail.
Direct Transfer to Voicemail

  1. While on an active call
  2. Press the soft key labeled TRNSFER
  3. Press the soft key labeled SENDVM or Dial *55
  4. Enter the extension number
  5. Press Enter or the # key to complete the transfer
  6. Your phone will go back to an idle state

If this operation fails, you will get a warning tone and your active call will be on hold. Typically, if the transfer fails it is because the user you are transferring to does not have a voicemail box on the system.

Analog Phones

An analog phone (hook flash) is usually a cordless phone or standard analog phone used with an analog terminal adapter (ATA) device.
Consulted Transfer

  1. While on an active call
  2. Press the flash button (or talk button)
  3. This puts the first call on hold and gets you dial tone
  4. Dial the extension or phone number you want to transfer the call to and press the # sign
  5. When the second call is answered, tell them who is on the line
  6. To finish and transfer, hang up to connect the two parties

If the party you called does not want the call, you must wait for the second party to hang up.

Once you get indication that they are gone (like a busy tone), you can press the flash button (or talk button) to return to the first call.

NOTE: There is no Blind Transfer with an Analog device.

You can take a message or transfer them directly to voicemail
Direct Transfer to Voicemail

  1. While on an active call
  2. Press the flash button (or talk button)
  3. This puts the first call on hold and gets you dial tone
  4. Dial *55, then dial the extension and the # key
  5. You will be prompted that the transfer was successful
  6. You can now hang up

If you have questions about your specific phone model, please see the quick guides.